Shelle Wilder
Wauwatosa,WI
Overview
22
22
years of professional experience
Work History
Associate Director, Consumer Operations
Independent Care Health Plan/Humana
10.2022 - Current
- Lead the Enrollment, Customer Service and Process Improvement teams to enhance operations through productivity monitoring, data analysis and workforce development.
- Change manager that successfully adapts teams from reactive to proactive to allow rapid response to escalated issues.
- Manage hiring and onboarding process, disciplinary actions, and ongoing training development for Supervisors and staff, collaborating with HR departments for operational HR needs.
Manager, Enrollment and Customer Service
Independent Care Health Plan/Humana
01.2016 - 10.2022
- Established a culture of innovation, collaboration, and high performance by organizing and leading a cross functional tram to advance business objectives.
- Led system enhancements and integrations, advanced reporting, and initiatives to streamline and prioritize critical issue professional, organized, and safe environment for employees and patrons.
- Reimagined processing methodologies by collaborating with business and technology teams to define optimal solutions and establish implementation strategies.
Manager, Operations
Vision Insurance Plan of America/Block Vision
06.2008 - 01.2015
- Implemented business strategies, monitored workflows, and led initiatives to maximize operational success.
- Ensured adherence to regulatory compliance, managed audit responses, and oversaw development and maintenance of operational policies.
- Assisted in recruiting, hiring and training of team members. Trained and guided team members to maintain high productivity and performance metrics.
Manager, Client Services
Vision Insurance Plan of America/Block Vision
06.2003 - 06.2008
- Developed and maintained existing client relationship and developed new client relationship.
- Identified business challenges and presented solutions to challenges.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Skills
- Strategic leadership
- Technical implementation
- Key relationship management
- Data Analysis
- Process Improvement
- Methodical development
Leader Profile
Dynamic and results-driven leader with extensive experience in leading operational teams to achieve strategic objectives. Proven expertise at QNXT administration, system integration, and process optimization. Adept at driving innovation, enhancing customer experience, and fostering high performing teams. Passionate about leveraging technology to deliver value and operational excellence.
Additional Information
Operational Efficiency: Increased operational efficiency by 20% through strategic initiatives and process improvements.
Innovation: Modernized processing methodologies, reducing processing time frames by 30% which improved accuracy.
Talent Development: Mentored high-potential employees, resulting in increased internal promotions and improved retention rates.
Prior Experience
2003 to 2005 Operations Coordinator, Vision Insurance Plan of America/Block Vision - West Allis, WI
2002 to 2003 Marketing Professional, National Vision Administrators (NVA) - Waukesha, WI
1997 to 2002 Lead Claims and Customer Service Representative, NVA, Waukesha, WI
Timeline
Associate Director, Consumer Operations
Independent Care Health Plan/Humana
10.2022 - Current
Manager, Enrollment and Customer Service
Independent Care Health Plan/Humana
01.2016 - 10.2022
Manager, Operations
Vision Insurance Plan of America/Block Vision
06.2008 - 01.2015
Manager, Client Services
Vision Insurance Plan of America/Block Vision
06.2003 - 06.2008
Similar Profiles
Mandi BredemannMandi Bredemann
Quality Compliance Nurse Professional at Independent Care Health Plan (iCare), a Humana IncQuality Compliance Nurse Professional at Independent Care Health Plan (iCare), a Humana Inc
Leigh G. HaydenLeigh G. Hayden
Associate Director, Provider Contracting at Independent Care Health Plan (iCare), HumanaAssociate Director, Provider Contracting at Independent Care Health Plan (iCare), Humana
Robyn JamesRobyn James
Part D and Appeal Coordinator at iCare Independent Health PlanPart D and Appeal Coordinator at iCare Independent Health Plan
Natalie JauchNatalie Jauch
Special Needs Caregiver at Reagan JauchSpecial Needs Caregiver at Reagan Jauch
Tenisha TillmanTenisha Tillman
Customer Service Representative at CaljanCustomer Service Representative at Caljan